Refund policy

Last updated: July 7, 2026

At PawMelle, we want you—and your dog—to be happy with your purchase. If you’re not completely satisfied, we’re here to help.

This Return & Refund Policy explains how returns, refunds, replacements, and exchanges work for purchases made through www.pawmelle.com.

1. Our 30-Day Return Policy

We offer a 30-day return period from the date your order is delivered.

If 30 days have passed since delivery, we may no longer be able to offer a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, the item should:

  • be returned within 30 days of delivery
  • be in its original packaging whenever reasonably possible
  • include all original accessories, if applicable
  • not be intentionally damaged or altered

If your item has been used, we may still review your request depending on the circumstances and the reason for the return.

3. 30-Day Satisfaction Guarantee

Your satisfaction is important to us.

If you purchased a PawMelle product and it was not the right fit for your dog, please contact our support team within 30 days of delivery.

Every request is reviewed individually, and we will work with you to find a fair solution, which may include:

  • a replacement product
  • store credit
  • a partial refund
  • a full refund where appropriate

Our goal is to resolve every genuine customer concern fairly.

4. Non-Returnable Items

The following items may not be eligible for return unless required by applicable law:

  • gift cards
  • downloadable digital products
  • promotional giveaway items
  • products marked as final sale
  • items that have been intentionally damaged
  • products returned in unsanitary or unsafe condition

5. Damaged, Defective, or Incorrect Orders

Please inspect your order as soon as it arrives.

If your order is:

  • damaged
  • defective
  • missing items
  • incorrect

please contact us as soon as possible at support@pawmelle.com.

To help us resolve the issue quickly, please include:

  • your order number
  • photographs of the product
  • photographs of the packaging
  • a description of the issue

Where appropriate, we may offer:

  • a replacement
  • a refund
  • store credit
  • another suitable resolution

6. How to Start a Return

To request a return, please contact:

support@pawmelle.com

Please include:

  • your order number
  • your full name
  • the reason for your return
  • photographs if the product is damaged or incorrect

Our support team will provide return instructions if your request is approved.

Please do not send products back without contacting us first, as this may delay processing.

7. Return Shipping

Unless the return is due to:

  • our error
  • a defective product
  • shipping damage
  • receiving the wrong item

customers are generally responsible for return shipping costs.

Original shipping charges are generally non-refundable unless required by law or where the return results from our error.

8. Refund Processing

Once your returned item has been received and inspected, we will notify you regarding the outcome of your refund request.

If approved, refunds will be issued to your original payment method whenever possible.

Please allow:

  • up to 10 business days for processing
  • additional time depending on your bank or payment provider

Refund timing varies between financial institutions.

9. Exchanges

If you receive a damaged or defective product, we may offer an exchange instead of a refund where appropriate.

If you would like to exchange a product for another item, please contact us and we will review your request.

10. Order Cancellations

Orders may be cancelled before they enter processing.

Once an order has been processed or shipped, cancellation may no longer be possible.

If your order cannot be cancelled, you may still be eligible for a return under this policy after delivery.

11. Refused or Undeliverable Shipments

If an order is returned to us because:

  • an incorrect shipping address was provided
  • delivery was refused
  • the package was unclaimed
  • repeated delivery attempts were unsuccessful

we may deduct applicable shipping or return costs from any refund where permitted by law.

12. Chargebacks

If you experience an issue with your order, we encourage you to contact us first so we can resolve it quickly.

Initiating a payment dispute or chargeback without first contacting us may delay resolution.

We reserve the right to provide relevant order information, delivery confirmation, and customer communications to payment providers during any chargeback investigation.

13. Fraud Prevention

To protect our customers and business, PawMelle reserves the right to refuse returns or refunds in cases involving:

  • suspected fraud
  • abusive return behavior
  • repeated misuse of our return policy
  • intentionally damaged products
  • false claims

This does not affect any rights you may have under applicable consumer protection laws.

14. Consumer Rights

Nothing in this Return & Refund Policy limits or excludes any rights you may have under applicable consumer protection laws.

Where local laws provide greater protections than this policy, those legal rights will continue to apply.

15. Contact Us

If you have any questions regarding returns or refunds, please contact us.

PawMelle
Operated by NZAU Legacy FZ-LLC

📧 support@pawmelle.com

🌐 https://www.pawmelle.com